Not upheld: Service failures generally complaint against Aioi Nissay Dowa Insurance UK Limited

Decision detail

Summary

Miss K complained that Aioi Nissay unfairly cancelled her motor insurance policy when she failed to provide requested information including proof of No Claims Discount, driving licence, and clarification on claim discrepancies. Aioi Nissay sent two separate notices (14 October and 23 October 2025) warning of cancellation within seven days if information was not provided, and cancelled the policy on 31 October. Miss K claimed she did not receive the second notice and argued the cancellation was disproportionate to her administrative failure, citing complex personal circumstances. The ombudsman found the requests were clear and stressed the importance of compliance, Miss K was aware of the deadlines, and she had multiple ways to contact the firm but failed to do so effectively. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Aioi Nissay's requests were clear and stressed the importance of the situation. Miss K was aware of the deadlines and the importance of the requests, as evidenced by her partial response to the first request. Although the ombudsman sympathised with Miss K's personal and family circumstances, these were not communicated to Aioi Nissay and did not excuse her failure to respond properly to repeated warnings. The firm had contractual rights to cancel the policy due to incomplete information, and Miss K had multiple ways to contact Aioi Nissay to explain her situation but did not do so effectively.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website